Decision search
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Liverpool City Council (24 011 399)
Statement Upheld Enforcement 23-Dec-2025
Summary: The complaint is on behalf of a residents’ group and about the Council planning team’s inaction over a breach of planning control. The Ombudsman finds the Council was not at fault for its decisions around how to deal with the breach it found. But there was fault by way of delay, not providing updates and not keeping records of key actions. This will have caused the residents some frustration and uncertainty. Delayed complaint responses led to avoidable time and trouble. The Council has agreed to apologise, provide an update and make a symbolic payment for the avoidable time and trouble.
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Statement Upheld Charging 23-Dec-2025
Summary: The complaint is the Council gave incorrect advice to Mr B which led to him agreeing to move his mother between nursing homes, on the understanding nothing would change in her care and support. But instead the Council carried out an assessment and Mr B’s mother was liable for her care costs. The Council then delayed responding to his complaint and said it had sent a response when it had not. The Ombudsman’s decision is there is no documentary evidence of the Council’s involvement in the move or in giving the family any advice. There was some delay in its carrying out an assessment and responding to Mr B’s complaint. But these did not cause a significant enough injustice to warrant a further remedy.
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Statement Upheld Special educational needs 23-Dec-2025
Summary: The Council was at fault in the way it handled the transfer and review of Y’s EHCP, the provision of SEN support, education while out of school, and aspects of communication. These faults caused injustice to Y and Mr X. However, the Council has already provided a suitable remedy in line with Ombudsman guidance, and so I do not recommend any further action.
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Devon County Council (25 003 549)
Statement Closed after initial enquiries Child protection 23-Dec-2025
Summary: We will not investigate this complaint about the conduct of a social worker and the adequacy of the resulting complaints process. Social Work England is better placed to consider social worker professional standards matters, and we could not add to the Council’s previous findings on the substantive issues.
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Bolton Metropolitan Borough Council (25 005 166)
Statement Upheld Other 23-Dec-2025
Summary: Mr A complained that a care coordinator, working for an integrated mental health and social care service, failed to support his son to apply for Universal Credit. We have not found fault by either the responsible Council or NHS Trust. However, we have found fault in how both organisations responded to Mr A’s complaint. Neither would accept responsibility for it at first. Both organisations have agreed to apologise, take corrective action and make a financial payment to address the injustice this caused Mr A.
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Greater Manchester Mental Health NHS Foundation Trust (25 005 166a)
Statement Upheld Mental health services 23-Dec-2025
Summary: Mr A complained that a care coordinator, working for an integrated mental health and social care service, failed to support his son to apply for Universal Credit. We have not found fault by either the responsible Council or NHS Trust. However, we have found fault in how both organisations responded to Mr A’s complaint. Neither would accept responsibility for it at first. Both organisations have agreed to apologise, take corrective action and make a financial payment to address the injustice this caused Mr A.
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Kent County Council (25 006 254)
Statement Closed after initial enquiries Charging 23-Dec-2025
Summary: Representatives for the late Mrs X complained that she did not receive the care and support she should have in a short-term residential care unit operated by Kent County Council and Kent Community Health NHS Foundation Trust. We decided not to investigate the complaint. Mrs X has died, so an investigation would not achieve a remedy for her.
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Kent Community Health NHS Foundation Trust (25 006 254a)
Statement Closed after initial enquiries Other 23-Dec-2025
Summary: Representatives for the late Mrs X complained that she did not receive the care and support she should have in a short-term residential care unit operated by Kent County Council and Kent Community Health NHS Foundation Trust. We decided not to investigate the complaint. Mrs X has died, so an investigation would not achieve a remedy for her.
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Wiltshire Council (25 008 520)
Statement Closed after initial enquiries Enforcement 23-Dec-2025
Summary: We will not investigate this complaint about the actions of an officer at a planning committee meeting. The meeting took place in 2023 and it is too late to complain about this now. Mr X also complains the Council failed to take enforcement action on reports of breaches of planning control. We have not seen enough evidence of fault to justify an investigation on this matter.
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Staffordshire County Council (25 008 964)
Statement Upheld Special educational needs 23-Dec-2025
Summary: We have upheld this complaint because the Council delayed carrying out an Education Health and Care needs assessment for a child. The Council has agreed to resolve the complaint by providing a suitable remedy.